Fast service or the right support? Customers don’t think they should have to choose. But new research from contact centre solutions provider Cirrus shows that long wait times, vague responses, and endless transfers are pushing them away.
Many businesses turn to AI and automation to fix these issues, but they only work when they remove barriers, not create them. Speed means nothing if customers are stuck in chatbot loops or can’t reach the right person when they need to.
A survey of 2,000 UK adults highlights a growing generational and regional divide in service preferences, with older customers demanding faster resolutions and urban customers more open to AI and self-service solutions. The challenge for businesses? Striking the right balance and creating a service experience that works for everyone.
Key insights for CX leaders:
Customers won’t wait—especially older ones:
√ Those aged 65+ are 60% more likely than Gen Z to demand quick resolutions (61% vs. 38%). With 75% of older customers saying they would leave due to long wait times.
Fast or friendly? The customer service dilemma
√ Customers want quick answers, but not at the expense of feeling valued. While only 38% of younger consumers (18-24) prioritise speed, 75% of over-65s just want real conversations.
Getting passed around is a relationship killer:
● 61% of customers say being transferred multiple times frustrates them the most. 74% of older customers say this is a red line, compared to just 51% of younger customers.
Unclear responses drive customers away:
√ 73% of customers aged 65+ say unclear or unhelpful responses would make them leave, compared to 60% of younger customers.
London is embracing AI and self-service:
√ Londoners are 19% less likely than other regions to reject AI-led interactions and 63% more likely to prefer self-service (18% vs. 11%).
Wait times are a loyalty killer:
√ 66% of customers will leave a business over long wait times, with older customers 31% more likely than younger ones to walk away (75% vs. 57%).
Tech should fix problems, not create new ones
The findings are clear: CX leaders need to move past one-size-fits-all strategies. AI and automation should be working to cut wait times, eliminate bottlenecks, and make every interaction effortless.
Jason Roos, CEO of Cirrus, commented:
“The real challenge isn’t AI vs. humans—it’s making AI work for both customers and agents. Get it right, and you speed up resolutions, improve service, and keep customers loyal. Get it wrong, and slow responses, vague answers, and endless transfers will drive them away—fast.”
What this means for the contact centre industry
With different generations and regions expecting different service experiences, CX leaders must move beyond reactive strategies and invest in AI-driven personalisation and journey orchestration. The right tools give agents instant access to insights, reduce handling time, and ensure customers get what they need—without the frustration.
Cirrus is a leading provider of contact centre as-a-service (CCaaS) solutions, delivering innovative and scalable technology to help businesses enhance customer experiences. Founded in 2013, Cirrus integrates communications across voice, video, email, messaging, and social media, offering a comprehensive and flexible solution for contact centres. With a strong focus on partner and customer success, Cirrus has built a reputation for excellence and remains dedicated to driving innovation in the contact centre industry.
For additional information on Cirrus view their Company Profile
